“AVOID AT ALL COSTS.
Garden furniture arrived with a defect. Contacted them immediately and followed up with Pictures and viseos. Have been told that it is my responsibility to re pack the faulty item which is against my consumer rights. The customer service team have been deliberate and obstructive to make the return of this bulky item as difficult as possible.
Still waiting for my replacement, they refuse to refund unless i repack the entire 8 setaer set at my own expense.
Trading standards have confirmed this is against my sonsumer rights.
Ive also contacted the COO of DAALS ILYASH DEDAT via email who hasnt acknowledged or responded”
“Bought a parasol and base at the end of last summer, didn't use until this year. Cheap products, v light weight metal that bent immediately, not fit for purpose. Daals said it was "wear and tear" and refused to replace any elements of the order. We will now have to buy brand new one elsewhere. Will not buy from them again.”
“DAALS CHANGED THEIR WEBSITE AFTER MY COMPLAINT AND REFUSED TO HONOUR THEIR OWN RETURNS POLICY
I bought this garden set in good faith using the Daals mobile website. Crucially, the mobile listing was missing photographs of the back of the chairs. Had I seen them, I would not have purchased the set — the chair frames are completely unusable without the cushions, which only becomes obvious when you see the back.
When I received the set and realised this, I contacted Daals immediately. I have video evidence showing the rear photograph was absent from the mobile listing at the time of my purchase. Shortly after I raised my complaint, the mobile listing was quietly updated to include that photograph.
Despite submitting this video evidence twice, I later discovered it had never been downloaded or viewed before Daals responded to my complaint. A member of their team who did view it acknowledged the photo was missing — directly contradicting the position later taken by their Aftersales Manager, who insisted the listing was always accurate.
Daals then ignored their own returns policy, which explicitly covers items “not as described,” and instead told me I was not entitled to a free return as the item was “not faulty.” Returning a full garden set is extremely costly due to the size and weight, making this resolution completely unreasonable.
To add to this, the cushions are described as reversible — but in reality, reversing them leaves a washing label sticking out on the outside, meaning you would need to remove the label entirely. They cannot be machine washed, only wiped down.
I ordered on 17th May as a birthday gift, expected delivery before 2nd June. It arrived late on 4th June and has been sitting in my hallway ever since — still largely unwrapped, as I only opened one chair.
I have now had no choice but to raise a chargeback with my bank and report this to Trading Standards via Citizens Advice. A deeply disappointing experience from start to finish.”
“I ordered and paid for a chair with full price delivery, they canceled my order on the day it was guaranteed to arrive. We didn't have any warning nor were we told why. Just canceled due to logistics and a refund in 2 weeks. Unforgivable.”
“"I wish I could give zero stars. I ordered a mirror from DAALS on May 31st with delivery set for June 19th. First, they texted me that the delivery was all good for Wednesday and that if there were issues, I should call before 2:45 p.m. No issues, so I didn’t call. My son stayed home to receive it. Then on the delivery day, they suddenly claim I needed to confirm via a separate email (which I never saw), and now my mirror’s lost in some dodgy Scottish transport company with one-star reviews. I’ve been waiting three days for an update—DAALS chased them Wednesday, now it’s Friday, and still nothing. I chased them again today—still no update. Honestly, the worst company I’ve ever dealt with, and their customer service is shockingly bad. Currently, I’ve spent £160 on a mirror, and I still have no clue when it’ll turn up, with no estimated delivery in sight."”
“xtremely Disappointing Customer Service and Quality
I purchased a garden furniture set from Daals for £1,599.99 and have been extremely disappointed with both the quality of the product and the way my complaint has been handled.
The furniture was delivered towards the end of summer. As we went on holiday shortly afterwards and had no immediate use for it, we did not fully unpack and assemble the set until the following season. Upon opening it, we discovered that two of the stools were badly buckled and clearly damaged. This was not the result of use; they arrived in that condition.
In addition, after using the table only once in normal outdoor conditions, it developed stains from cold drinks. This is advertised as outdoor furniture, so it is reasonable to expect it to withstand everyday use without being permanently marked. I was surprised to be told that the damage was effectively being attributed to use, as if garden furniture should require special precautions such as coasters simply to hold a cold drink.
What has been most frustrating is Daals' refusal to properly acknowledge the issues. Rather than addressing the fact that some items were delivered damaged, they have relied on the time elapsed since delivery to reject the claim. The outcome feels dismissive and unfair, particularly given the nature of the defects and the circumstances surrounding the delayed unpacking.
For a premium-priced furniture set, I expected far better quality and significantly better after-sales support. Unfortunately, my experience has left me with little confidence in either the durability of the products or Daals' commitment to customer satisfaction.
Would not recommend.”
“Of course — I’d change that line to:
I ordered furniture from Daals on **26 April**, and nearly two months later it still has not arrived.
Or, in the full review:
I strongly recommend avoiding Daals based on my experience.
I ordered furniture from Daals on **26 April**, and nearly two months later it still has not arrived. I was told it had “got lost in the post,” and then had to spend days going back and forth over email trying to get a resolution.
A month after ordering, on **27 May**, I was told they were arranging a replacement. It is now **11 June**, and I still have not received the item or any clear proof that a replacement was actually sent. Throughout the process, the blame was repeatedly placed on DPD, but DPD delivers many of my parcels and I have never had an issue like this before.
What made the situation worse was the way the communication felt dismissive and distracting, rather than genuinely focused on resolving the problem. As a first-time customer, I found the whole experience extremely disappointing and stressful.
After checking other review websites, I realised that similar complaints appear to have been made by other customers too, which made me even more concerned.
I have now contacted my bank to try to recover my money, as I no longer want to continue going back and forth with the company. Based on this experience, I would not order from Daals again.”
“I purchased the Richmond Ridged Dressing Table and received an item with a manufacturing defect so serious it posed a safety risk.
The holes in the mounting panel were drilled in the wrong position, making it impossible to secure the legs. The furniture could not be used.
The fault was acknowledged. I provided both video and photographic evidence.
What followed was weeks of back and forth, repeated requests for packaging I no longer had, and a refusal to send packaging for collection despite this being entirely their responsibility.
I have requested escalation to senior management multiple times throughout this process. That request has been ignored on every occasion.
As it stands I have no refund, no resolution, and no confidence that this business takes consumer rights seriously. I am left with no choice but to share my experience publicly so others can make an informed decision before purchasing.
I will update this review the moment this matter is resolved. The fact that I am having to write this at all speaks for itself.”
“Aweful company, I would go as far as to say rogue traders !
Ordered a solid oak base table that is actually MDF and velcro, I would laugh if it wasn`t so tragic.
Customer service is appalling, they have constantly gaslighted me telling me that it is all solid oak and if I want to return it I can but at my own arrangement of courier (it`s a dining table !)
Avoid this company at all costs”
“Product sent and broken.
Requested refund but email after email asking for photos (which we have sent along with a video). Still backwards and forwards now requesting photos of the goods packed and ready for collection before they will arrange this. It is now over 2 weeks since we received the goods. Worst customer service experience I have ever encountered. Do not purchase from this company. Over priced and very problematic”
“Please do NOT purchase from this company. I am an interior designer and purchased a garden coffee table from their website, had the email order confirmation and payment taken and was then emailed by their customer service to that in order to fulfil the order I needed to buy more garden furniture as they could not sell one item.
This was not stated on the website or product information and I was able to legitimately purchase it. After stating that I only needed the table they refused to honour the order unless I bought more products and cancelled the order. I tried to call and speak to a manager to discuss this and no-one even called me back - they just cancelled the order via email once I stated I would not be purchasing more at this time.
Completely unethical attempt to upsell products post purchase so I would dissuade others from purchasing from this company.”
“Do not buy the Maru dining table, unless you want shoddy quality!
It is tacky and flimsy -the actual wood elements show very poor workmanship, and the 'oak veneer' is essentially a thin sticker (!!) around the edge of the table top, which has peeled away within weeks of use. No exaggeration - thinner than usual kids stickerbook stickers! We are very disappointed..
Uneven and tatty fluting ends and same colour wax used to fill in a chip on a corner, present at time of first use.
I had contacted the company, contrary to their comment, with 4-5 photographs highlighting multiple defects which were apparent days - weeks from first use of the table. They have dismissed me at every turn, even contravening Consumer Rights as per legislation 2015.
Be warned!”
“We bought a small sofa which they said was in stock then wasn’t. Then chose an alternative one. When it was delivered and the clip the 2 halves together they’re different heights and one is floating. Not enough for a 1 star review in itself but they want us to repackage it all at our expense. They’ll then check what we have said and get back to us. Meanwhile more weeks without a sofa. A sorry wouldn’t go amiss Daals - disgusting”
“Spent over £5000 on extensive set. When opened and set up, the fabric was seriously creased with most cushions affected.
Took pics and videos and referred back to Daals. Several stalling emails later we were offered £70 to keep the item. Obviously I refused, expecting they would offer to replace the cushion covers. They’ve now come back and said it was over the 14 days we should have notified them by so they won’t do anything. They’ve suggested we buy a steamer to try and sort it out…..and that’s it ! Would avoid at all costs”
“Avoid if at all possible.
The quality of furniture is appalling in my experience - don’t be fooled by attractive marketing images - many defects and flimsy designs.
Customer service is terrible, terrible.”
“Terrible service - they "said" they tried to deliver but they didn't turn up and now are trying to charge me 30 pounds to arrange another delivery.... AVOID”
“BE CAREFUL - DAALS DO NOT HAVE COMPLAINTS POLICY ANBD THIS IS AGAINST UK LAWS
This company should stop trading in the UK and operate in third-world countries, as they have the worst customer service I have ever experienced in my life. They copy and paste automated responses and even told me they don’t have a complaints procedure, which goes against UK law.
Be very careful before buying anything from them. The staff are extremely rude and unhelpful, repeatedly apologising without actually addressing the issues, which is very frustrating and irritating. It’s better to pay more and buy from businesses that offer a proper complaints process.”
“I am extremely disappointed with both the quality of the furniture and the level of customer service provided. The item I received was clearly faulty, yet instead of offering a straightforward replacement or even a reasonable discount, the company made the situation unnecessarily difficult.
Rather than taking responsibility, they placed the burden entirely on me as the customer. I was asked to carefully dismantle the item, take multiple photos during the process, and only then would they “consider” a return. This is completely unacceptable. When a faulty product is sent, the expectation is that the company resolves the issue promptly and without adding extra stress or work for the customer.
The entire experience has been frustrating and time-consuming. It feels like they are trying to avoid accountability rather than support their customers. I would strongly advise others to think twice before purchasing, as the after-sales support is extremely poor.”
“Took over a week to get a sofa delivered. Say their customer service is UK based but 8/9 calls to a terrible offshore call centre. Then delivered the wrong hting but tried to claim these were in fact the same thing. ASA, trading standards, credit card reclaim and now small court. Disgusting business with zero respect for customers spending £3k on sofas.”
